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      Dr. Lakshmi Mohan

Intelligent  Call  Routing - Implemented  in  1998

# of Calls from Customers: Over 200,000 a day

The Moment the Last Digit is Punched:

Caller is Identified; About two dozen items of data Analysed

Predict the Reason for the Call

ALSO, What the Caller Might Want to Buy                                     … even though he or she isn’t calling to buy anything

Select Best of 50 Call Routing Options for This Caller

Display the Relevant Info, including the Script for the Cross-Sell Recommendation, on Rep’s Screen

ALL BEFORE the Call Arrives in the Head-Set

Just 100 milliseconds, one-tenth of a second                                … one-eights of the time between human heart-beats

How Good Is It?

Right 40% of the time initially; 1999: 60% to 70%

And, System just keeps getting SMARTER!

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